Abstract: A system for processing telephone calls incorporates a service bureau. The service bureau provides efficient access to caller identification data. The service bureau extracts the caller identification data from the ISDN Basic Rate Interface. Using the caller identification data, the service bureau tracks customer information and other marketing information. To perform its tracking function, the service bureau maintains and updates a database containing the customer information and other marketing information. The system is particularly useful for providing access to caller identification data to businesses that use telephone switching devices for telephone call routing.

Abstract: A link server is added to a traditional telecommunication system to allow seamless integration of voice on network (“VON”) with traditional telephony. The link server accepts traditional telephony and voice on network calls. The link server can distribute the calls from a queue. The link server includes a voice card and network communication apparatus for acquiring VON data and either converting it to telephony data to forward calls to a PBX, or forwarding calls directly to a desktop.

Abstract: A call processor in a call center provides agents with enhanced ability to handle multiple types of communications in a consistent manner. Information related to communications received by the call processor are displayed to agents in the call center in queue lists. Agents can select calls for further processing from the information presented in the queue lists.

Abstract: A system and method for voice recording comprising one or more peripheral devices attached to a computer or a group of networked computers each having the peripheral device, wherein the peripheral device is capable of performing telephony functions such as dialing, answering, etc. and is also capable of recording and playing back telephone calls. It can record the calls at a location on a computer hard disk. The voice recording system provides software control of the board providing the advantages of selective recording of individual phone calls, storage of phone calls along with information about the calls, and retrieval of any single recorded call based on search criteria provided by an operator of one of the computers.

Abstract: An improved call distribution system is provided for distributing calls and information relating to the calls to different stations serviced by telephones and computers. The call distribution system comprises one or more telephone lines, with or without a PBX or an ACD, a first telephony interface device connected to a computer and to the telephone lines, a second telephony interface device connected to the telephone lines, a call control process that controls the telephony functions on the first telephony interface device, a telephony interface process that controls the telephony functions on the second telephony interface device, and an interprocess message dispatch system that is used to send messages between the call control process and the telephony interface process.